If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. In a way, it’s almost like an elaborate game of Telephone: the further you are from a customer’s transaction, the more disconnected you become from their needs, their concerns, and their purpose for doing business with you.
Far away from the customer, it becomes easy to buy into intuition and personal perspective. After all, our own intuition is valuable. It’s led to our respective cubicles, conference rooms, and corner offices.
But it’s a mistake to rely solely on your own point of view.